Share of top retailers implementing back-end technologies in Italy 2019-2020

Acccording to a survey, 16 percent of the leading Italian retailers introduced a CRM system in 2020. However, business intelligence was the most important back-end tecnology, as 76 percent of surveyed retailers implemented it already before 2020. In-store monitoring was also considered essential, as 72 percent of the leading Italian retailers used technologies to monitor processes and activities in the physical stores in the past, while 10 percent of them decided to do so in 2020.